Work Arrangement: Fully remote, overlapping with PH working hours. Must be open to weekend work as needed.
Job Type: Independent Contractor, Full-time.
Salary Range: Up to $1,700 USD per month, depending on skills and experience.
Work Schedule: 40 hours per week, Monday to Friday (PH hours) with potential weekend work.
Locations: Remote, open to candidates in the Philippines.
About Pearl Talent
Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.
Why Work with Us?
We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.
About the Company:
This company is on a mission to revolutionize the construction industry by leveraging AI to streamline blueprint analysis and material estimation, creating a more efficient, cost-effective process for builders and contractors.
Compensation Package:
- Competitive Salary: Up to $1,700 per month, based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Generous PTO: Ample paid time off to rest and recharge
- Health Coverage: HMO coverage after 3 months for full-time employees
- Direct Mentorship: Grow through guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Work and connect with professionals around the world
- Work-Life Balance: Flexible hours that support a healthy work-life balance
Role Overview:
As a Technical Support Lead, you will be the primary point of contact for clients, helping them troubleshoot, optimize, and fully utilize the company’s platform. You will proactively seek communication with Users, answering any questions related to the product and/or adapting the platform to a User’s process.
You’ll work closely with Sales, Product, and Support teams to improve customer satisfaction and retention, ensuring clients get maximum value from the platform.
Your Impact:
Your efforts will directly contribute to reducing platform downtime, enhancing user satisfaction through proactive problem-solving, and improving customer retention. By offering expert system support and engaging with clients, you’ll reduce churn and help identify upsell opportunities.
1. Technical Issue Resolution & System Support
- Serve as the first point of contact for clients experiencing technical issues, troubleshooting and resolving platform-related problems.
- Proactively escalate complex or critical issues to development or product teams, ensuring swift resolution and effective communication with the client.
- Maintain a detailed log of all issues, resolutions, and customer interactions to build a knowledge base for both clients and internal teams.
2. Customer Training & Platform Optimization
- Conduct inbound and outbound sessions to guide clients on maximizing platform features and functionalities, addressing any inquiries they may have.
- Proactively reach out to clients with recommendations on optimizing their system setup to better align with their business goals.
3. Proactive Client Engagement & Relationship Management
- Proactively engage with clients through regular check-ins to assess platform performance, ensure satisfaction, and identify potential challenges.
- Build and maintain strong relationships with clients, staying attuned to their evolving needs and offering timely, proactive solutions.
- Track client engagement and usage metrics to identify potential risks of churn, taking necessary actions to retain customers and enhance their experience.
Requirements
Must-Have:
- Experience: 2+ years in Technical Support or Customer Support, Software System Support, or a related role, preferably in tech or SaaS environments.
- Technical Expertise: Strong understanding of software systems and the ability to troubleshoot technical issues effectively. Familiarity with cloud-based platforms and ticketing systems is a plus.
- Communication: Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to both technical and non-technical audiences.
- Problem-Solving: Strong analytical and troubleshooting skills, with a proactive approach to identifying and resolving issues.
- Customer Focus: A customer-centric mindset with a passion for helping clients achieve their goals and maximize platform value.
- Organization: Highly organized with the ability to manage multiple client issues and priorities while maintaining high-quality service.
Nice-to-Have:
- Experience with Remote Teams: Prior experience working with remote or distributed teams, ensuring seamless collaboration across time zones.
- Product Training Experience: Experience in conducting training sessions or creating instructional materials to help users optimize software systems.
- SaaS Platforms: Familiarity with SaaS platforms and experience providing support for complex, multi-feature systems.
Benefits
Compensation Package:
- Competitive Salary: Up to $1,700 per month, based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Generous PTO: Ample paid time off to rest and recharge
- Health Coverage: HMO coverage after 3 months for full-time employees
- Direct Mentorship: Grow through guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Work and connect with professionals around the world
- Work-Life Balance: Flexible hours that support a healthy work-life balance
Our Recruitment Process:
- Application
- Screening
- Top-grading Interview
- Skills Assessment
- Client Interview
- Job Offer
- Client Onboarding
Ready to Join Us?
If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.
